Project Planning & Management – Proven ability in plan, organize and lead technical projects and teams in both small groups and large corporate areas for software deployment, hardware installs/rollouts and upgrades; some project management (PPI) course training.

Technical Support & Training – Demonstrated skill in training and supporting end-users and mentoring IT associates; created documentation for training and formed various training for handheld devices, resource connectivity, Outlook and more.

Effective communicator with proven ability in building strong relationships with end-users

PROFESSIONAL EXPERIENCE

The College Board – New York, NY, February 2010 – July 2014
C-Level Desktop Support Specialist

Providing white glove desktop support services for CEO, CFF, COO and SVP’s
Upgrading laptops and desktops
Supporting AD environment, modifying groups, user accounts, resolving permission issues and administering print servers
Deployment and configuration of Blackberry’s, iOS, Windows Phone and Android devices
Providing audio/video support for conference rooms, maintaining multi-site VC systems
Creating and distributing instructional documentation for end-users
Providing remote/VPN support
Troubleshooting TCP/IP connectivity issues with some WAN/LAN assistance 
Supporting Security Standards (anti-virus/anti-spam/firewall/patching) 
Managing vendor relationships 
Work with Helpdesk, Provisioning, Infrastructure Operations, Systems Engineering, IT NOC, Security and other teams to identify and resolve escalations and outages 
Adhering to best practices within the team, including driving low complexity work to the Helpdesk
Performing moves/adds and changes to users of Cisco VOIP phones and in Call Manager

United Media – New York, NY, December 2004 – March 2010
Licensing & Syndication – division of E.W. Scripps
Desktop Support Specialist

Provided client desktop & helpdesk support for Windows XP and Windows 7 including rollouts, hardware/software upgrades; performed centralized updates with WSUS
Managed antivirus servers running Symantec Endpoint
Supported MAC OS, upgraded MACs from Jaguar to Snow Leopard; maintained backups
Imaged workstations using Symantec Ghost
Performed centralized updates with WSUS; pushed packages using Kaysea and KACE
Maintained BES 5.0 and managed 150 Blackberry devices
Supported personal printers HP, Xerox, MFP’s such as Canon’s Imagerunner Series
Provided audio/video support for conference rooms including installation & configuration of multi-site video conferencing systems (including some firewall port configuration support)
Implemented training seminars for Outlook, BlackBerry and other in-house applications
Created and distributed instructional documentation for internal staff and end-users
Provided Citrix Remote Access/XEN Desktop support and VPN/SSL support to clients and executive staff including CEO & CFO including home site visits
Ensuring tickets logged and resolved in timely manner
Prioritizing workload to meet SLA’s and maintain SOX compliancy
Installed, configured and maintained Polycom video conferencing systems
Supported and maintained user accounts on Avaya PBX and Cisco Call Management

PAREXEL MMS, Inc., Hackensack, NJ, 2001 – 2004
IT Manager

Managed staff of two supporting 120 users in two locations in CT/NJ; responsible for all phases of IT vendor contracts, desktop environment, server maintenance; 50% management, 50% hands-on
Deployed Windows 2000 Active Directory environment; migrated from NT Server 4.0
Created disaster recovery solutions; automated process of software installs, virus updates and patch upgrades using SMS and other remote desktop software
Provided support for MAC users, resolving software conflicts, installing hardware/software; large format printer support and various forms of optical data storage for archived data
Developed documentation for hardware standardization, training and “Quick-tip Support”
Installed & configured multi-site Polycom video conferencing system over ISDN

UBS Warburg, PaineWebber, Weehawken, NJ, 1994 – 2001
Desktop Manager

Managed consultants and 3 employees, supporting 1800 seats using market data workstations, Windows 2000/NT 4.0 workstations/servers
Installed all system desktop hardware, software and upgrades; maintained user profiles
Supported users in a mixed Windows 95/NT/2000 environment
Provided support for market data, Bloomberg and Reuters workstations
Trained helpdesk to report & log calls more efficiently; improved ticket resolution time
Diagnosed and resolved technical problems through call center at level 2 & 3 support
Supported remote access clients using a variety of remote desktop utilities
Provided a standardized, closed-shell environment, reducing common helpdesk calls

United Technologies – Norden Systems, Melville, NY, 1983 – 1993
Systems Administrator

Implemented new technology (LAN Manager/Windows NTAS, Windows 3.1, Excel, Word)
Created and owned end-user support services; co-developed bulletin board based call center
Installed and configured all software to work within an 8086/8088 IBM/DOS environment
Optimized Windows PC’s memory; created programs and batches using 4DOS, BASIC
Developed training classes and created Peer Training program
Installed LAN including patch panels, switches, hubs, ran all network cable
Ronald Bryant
xxx@xxx.com